July 15, 2024
We’ve been busy making our collaboration solutions even more robust. In this post, we go through what each Conclude solution offers, along with the benefits and use cases.
At a high level, Conclude streamlines all types of ticketing, and supports chat interoperability by connecting Slack and Microsoft Teams so internal and external teams can work together more effectively.
Whether you handle customer support, manage internal projects with teams in different locations, are going through a business merger, or need to align certain departments with the rest of the organization, Conclude is a well-rounded collaboration solution for modern businesses.
Conclude Solutions
Conclude currently offers Conclude Link, Conclude Apps, and Conclude Connect, with each designed to address specific collaboration challenges. Solutions can be used as standalone products or connected, depending on your needs.
Conclude Link connects Slack and Microsoft Teams. It facilitates bi-directional communication between both programs, ensuring that messages, files, reactions, and more work together seamlessly.
Conclude Apps are no-code apps for managing issues, incidents, and support tickets within Slack with an optional Jira integration. Conclude Apps for Microsoft Teams is also on the way.
Conclude Connect is designed to streamline external customer support, allowing for efficient ticket management from Slack. It has an optional Zendesk integration and Microsoft Teams is in development.
Conclude Link: Bridging Slack and Microsoft Teams
Connecting both platforms is very easy. Once set up, users can send and receive messages from Slack or Microsoft Teams without needing multiple accounts or to switch between programs. Additionally, the External link feature allows people from different workspaces, teams, and companies to chat in one place.
Key features:
- Create secure links between workspaces and teams
- Direct messaging and group chats
- Edit and delete messages
- Share files and use emojis (in text)
- Language translation (60 languages)
- Threaded messages
- @mention your colleagues
- Rich text formatting
Benefits:
Unified messaging improves communication by reducing silos and by fostering better interdepartmental and intercompany collaboration. Connecting teams and workspaces and empowering people to work from their preferred platform ensures smooth and uninterrupted communication.
AI-powered features enable automatic language translation in up to 60 languages. Conclude Link also reduces context switching from switching between multiple tools, teams, and workspaces.
Use Cases:
Conclude Link has more than one use case. If an organization has partners or customers who use a different chat program, email is often the default. By using the External link feature, Conclude Link lets companies chat by creating secure links between two organizations on different platforms (i.e. Slack and Microsoft Teams) or between different workspaces (Slack to Slack and Teams to Teams).
Conclude Link is also ideal for organizations with hybrid environments where teams or departments work on – or prefer – different communication platforms. We have consistently seen some departments stay on Slack (due to specific integrations, functionality, or personal preferences), while the rest of the organization uses Microsoft Teams.
Even when employees are asked to use one messaging platform, there are often issues with interdepartmental silos due to teams that continue to use Slack (also known as shadow IT) which M.io wrote about here.
Learn more about Conclude Link and sign up for a demo or try it free for 14 days.
Read: How to Connect Microsoft Teams and Slack
Conclude Apps: No-Code Apps for Productivity
Conclude Apps are no-code apps for managing issues, incidents, support tickets, bug tracking, and much more from Slack. As well as a Jira Cloud integration app template, apps can be easily customized to fit the specific needs of any team without requiring extensive technical knowledge.
Key Features:
- 8+ pre-configured app templates
- Threaded and branched messaging
- Jira integration app template
- Easily invite collaborators to resolve issues
- Everything recorded in the Conclude Dashboard
- Insights and key MTTx metrics
- Email summarization and translation (AI)
Benefits:
The quick deployment and easy customization of apps improves productivity by enabling teams to manage tickets, issues, and incidents more effectively. Additionally, the Slack and Jira integration and two-way synchronization leads to more efficient workflow and faster issue resolution.
Conclude also offers AI-powered integrations that provide capabilities such as email summarization and automatic translation of emails. These AI features can automate time-consuming tasks like ticket creation (summarization), enabling teams to focus on higher-value activities and improve overall productivity.
Use Cases:
Conclude Apps can be used by any team or department, but is ideal for internal support teams who need to manage support tickets. It is also perfect for development and QA teams who require robust tools for bug tracking and incident management.
Tickets are opened as branched messages (with the option to create tickets as threads), and the activity opens a new, dedicated activity channel in Slack. Once the activity is concluded, it disappears from the Slack UI but remains in the Conclude Dashboard (our web-based UI).
From the Dashboard, tickets can also be opened, closed, and re-opened; apps can also be configured and installed. Conclude Apps for Microsoft Teams is currently in development.
Learn more about Conclude Apps, sign up for a demo, or try it free for 14 days.
Read: Why a Good Slack and Jira Integration Can Transform Issue Management
Conclude Connect: External Customer Support Simplified
Conclude Connect is a robust, external collaboration solution for Slack with an optional Zendesk and Jira Cloud integration to streamline customer support.
Key Features:
- Connect with customers from Slack
- Create and “branch” tickets from a main channel
- Create tickets with an emoji (using threaded messages)
- Editable ticket overview with unique ticket ID
- Sync between Slack and Zendesk
- Sync between Slack and Jira
- Dashboard for all metrics and insights
Benefits:
Conclude Connect simplifies external support ticket handling, leading to quicker response times and improved customer satisfaction. Threaded messages help to keep the Slack UI clean and organized. This conversational ticketing feature is useful for previous clients of Halp (acquired by Atlassian) and the Zendesk integration ensures that all customer interactions are managed efficiently.
Use Cases:
Conclude Connect is ideal for customer service teams who need to manage multiple external clients and a larger number of client interactions. It is also a great solution for companies looking to enhance their customer support processes by integrating their communication and ticketing systems.
Christian Romming, Founder & CEO of Etleap, an ETL solution for creating data pipelines, chose Conclude Connect to manage their external clients. As he explains:
“Our migration from Halp to Conclude was a smooth experience with no disruption to our existing workflow. The onboarding process was straightforward, and we quickly adapted to the new UI. Conclude Connect allows us to open support tickets from Slack and includes the vital Zendesk integration that we rely on to keep our customers happy.”
Learn more about Conclude Connect, sign up for a demo, or try it free for 14 days.
Read: Conclude Connect: Slack and Zendesk Integration for External Support
We hope this provides a useful overview of our solutions and offers a better understanding of how Conclude Link, Conclude Apps and Conclude Connect can unify chat programs, boost productivity, streamline external ticketing and much more.
Looking for a solution for your company? Sign up for a demo call here.
